Elite Home Care Service Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.Care plans were developed in a person-centred way, reflecting each person’s individual needs, preferences and wishes. They provided clear guidance on how people wanted to be supported, ensuring care was tailored. People described receiving personalised support, with one person stating, “Yes, [staff] support me physically, they’re always encouraging me to go outside and not to sit indoors all day.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.The management team promoted a coordinated, person-centred approach by working in partnership with relatives, and external professionals. Staff ensured care was joined-up, transparent and responsive through effective partnership working and governance arrangements.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.The provider demonstrated compliance with the Accessible Information Standard. Processes were in place to ask about, record, flag, share, act on and regularly review people’s communication and information needs, ensuring information was accessible and reasonable adjustments were made in line with legislation and best practice.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People and their family members were regularly encouraged to provide feedback on the care and support delivered. This included opportunities through care reviews, staff spot checks, and annual surveys. Complaints and concerns were responded to promptly, with appropriate action taken where required.

The provider made sure that people could access the care, support and treatment they needed when they needed it.The provider embedded equality, diversity and human rights in practice. People received timely, accessible care tailored to their needs, with reasonable adjustments made to remove barriers. Staff had completed equality, diversity and inclusion training. The provider operated a 24-hour on-call system so people and staff could access advice and support anytime.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider promoted and protected people’s human rights. Staff completed equality and diversity training and applied this to advocate for people, ensuring care was fair and non-discriminatory.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.Care plans outlined person-centred goals, including remain living at home, maintain independence and stay safe and well.Do Not Attempt Cardiopulmonary Resuscitation was clearly recorded within people’s care records.